DIN Standards Committee Quality Management, Statistics and Certification
DIN ISO 10008
Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions (ISO 10008:2013); Text in German, English and French
Qualitätsmanagement - Kundenzufriedenheit - Leitfaden für den elektronischen Geschäftsverkehr zwischen Unternehmen und Verbrauchern (ISO 10008:2013); Text Deutsch, Englisch und Französisch
This standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. Such as system can assist consumers and organizations in addressing all aspects of a transaction and provide a basis for consumers to have increased confidence in electronic commerce transactions; enhance the ability of organizations to satisfy consumers and help reduce complaints and disputes. A B2C ECT involves internet interactions between the organization and the consumer, when accessed by the consumer through any device with wired or wireless connectivity (for example, personal computers, tablets and internet-enabled cell phones). The guidance in this standard is intended to apply to situations where a substantial part of the B2C ECT is facilitated by electronic methods (for example, processing of payment, confirmation by the consumer of the agreement, or delivery of a product). This standard is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two standards. ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. A B2C ECT system implemented in accordance with ISO 10008 can be an element of a quality management system. ISO 9004 provides guidance on quality management for the sustained success of organizations. ISO 10008 can support sustained success in the context of B2C ECTs. This standard has also been developed in accordance with ISO 10001, ISO 10002, ISO 10003 and ISO 10004 which each address different aspects of customer satisfaction, such as codes of conduct for organizations, the handling of complaints or the monitoring and measurement of customer satisfaction. These five standards can be used either independently or in conjunction with each other. When used together, the standards can be part of a broader and integrated framework for enhanced customer satisfaction. International Standard ISO 10008, on which this document is based, has been prepared by Technical Committee ISO/TC 176 "Quality management and quality assurance", Subcommittee SC 3 "Supporting technologies" (secretariat: NEN, the Netherlands). The committee responsible for this standard is NA 147-00-01 AA "Qualitätsmanagement" ("Quality Management") at DIN Standards Committee Quality Management, Statistics and Certification (NQSZ).